Service Level Agreement T&C

Terms & Conditions - Service level agreement - 2021.08.24

(1) acceptance or payment of service level agreements also know as "SLA" constitutes reading and acceptance of these terms and conditions. (2) For tax purposes, the client must ensure that all payments regarding SLA is in the name of the intended entity responsible for payment. (3) The end client is primarily responsible and liable for payment of invoices regarding SLA should the appointed agents fail to honor the terms. (4) All month-to-month SLA requires 30 days or one calendar month cancellation period to be processed all cancellations needs to be filled with a written letter to info@corecontrol.co.za . (5) All yearly SLA should be paid in advance; all yearly SLA are only valid for contract period agreed upon by clients and Core Control Electronics. (6) SLA pricing is specific to that of the client’s hardware, consumable hardware or software requirements. (7) Core Control Electronics will process and share available dates 30 to 60 days before yearly services to clients in written letter, it is the client’s responsibility to allow Core Control Electronics access to required SLA property on selected date that was agreed upon by client and Core Control Electronics. (8) Omissions excluded. (9) SLA are based on Monday to Friday working hours of 08:00-17:00 unless specifically stated otherwise. After hour rates apply to labour performed outside of standard business hours. (10) If clients are unavailable on selected date that was agreed upon by client and Core Control Electronics for any SLA may it be for yearly services, call outs or remote support the clients will be responsible and will forfeit the required SLA option. (11) After SLA, any further yearly services, call outs or remote support will be billable. (12) Hardware failure will be covered by the manufacturers guarantee, any hardware that is out of manufacturers guarantee agreement will not be covered in SLA, all non-consumable hardware will be billed without discount as chosen SLA plan. (13) Hardware or consumable hardware failures due to external factors is not covered by any manufacturer’s warranty nor Core Control Electronics. E.g., power surges, lightning damage and bad power quality. (14) Consumable hardware discount as stated on SLA is only valid for consumable hardware that is required for service. E.g., batteries, fuses, screws, covers, wires etc. (15) SLA Quotes are valid for 7 days, consumable hardware prices remain subject to USD-ZA exchange rate fluctuations. (16) Month to month SLA will be invoiced at the end of the month or can be processed via debit orders. (17) Core Control Electronics is not liable for consequential loss of profits, injury to personal or damage to property or loss thereof arising from defective equipment, user negligence, or workmanship, from any cause at any time prior, during or after SLA yearly services, call outs or remote support including or arising from latent defects only ascertainable during and after commissioning. (18) SLA option free remote support is subjected to not more then 24hours voice call support within agreed SLA period, no other type of remote support is included (19) SLA acceptance to be communicated to info@corecontrol.co.za after which the quote will be converted to an invoice and forwarded. (20) A full payment (based on total VAT inclusive amount) needs to be paid within 7 days on an invoice with the SLA account # and invoice # as the reference and received BEFORE: (21a) service date can be scheduled (21b) hardware and non-consumable hardware pricing can be fixed (21c) a site will be attended to; (21d) scheduling can be initiated; (22) If a deposit is not paid within 7 days the invoice might be cancelled as the quote it was based on has expired.